System and method for presenting support services

ABSTRACT

A system that incorporates teachings of the present disclosure may include, for example, system having a controller to receive from a set-top box (STB) a request for assistance, identify a subscriber account associated with the STB, identify from the subscriber account a subscription grade, select one of a plurality of subscriber support services according to the subscriber grade, and establish communications between the STB and the selected subscriber support service. Other embodiments are disclosed.

CROSS-REFERENCE TO RELATED APPLICATION(S)

This application is a continuation of U.S. patent application Ser. No.14/230,979, filed Mar. 31, 2014, which is a continuation of U.S. patentapplication Ser. No. 12/054,975, filed Mar. 25, 2008 (now U.S. Pat. No.8,726,323), which are incorporated herein by reference in theirentirety.

FIELD OF THE DISCLOSURE

The present disclosure relates generally to support services and morespecifically to a system and method for presenting support services.

BACKGROUND

Media services such as video, voice, and music presented by devices suchas a set-top box, a digital video recorder, a media player, and otherforms of media presentation devices continue to evolve in sophisticationand complexity. In some instances, a level of technical expertise may berequired by a user to manage a media device or to utilize the servicespresented thereby.

BRIEF DESCRIPTION OF THE DRAWINGS

FIGS. 1-4 depict exemplary embodiments of communication systems thatprovide media services;

FIG. 5 depicts an exemplary embodiment of a portal interacting with atleast one among the communication systems of FIGS. 1-4;

FIG. 6 depicts an exemplary method operating in portions of thecommunication systems of FIGS. 1-4;

FIG. 7 depicts and exemplary illustration of support services accordingto the method of FIG. 6; and

FIG. 8 is a diagrammatic representation of a machine in the form of acomputer system within which a set of instructions, when executed, maycause the machine to perform any one or more of the methodologiesdiscussed herein.

DETAILED DESCRIPTION

One embodiment of the present disclosure entails a system having acontroller to receive from a set-top box (STB) a request for assistance,identify a subscriber account associated with the STB, identify from thesubscriber account a subscription grade, select one of a plurality ofsubscriber support services according to the subscriber grade, andestablish communications between the STB and the selected subscribersupport service.

Another embodiment of the present disclosure entails a method involvingreceiving from a media processor a request for assistance, identifying asubscriber associated with the media processor, determining a grade ofservice from one or more media services supplied to the subscriber by amedia communication system, and providing the media processor a supportservice according to the determined grade of service.

Yet another embodiment of the present disclosure entails acomputer-readable storage medium in a media processor having computerinstructions for detecting a request for assistance, and presenting asupport service according to a grade of service determined for asubscriber of the media processor.

FIG. 1 depicts an exemplary embodiment of a first communication system100 for delivering media content. The communication system 100 canrepresent an Internet Protocol Television (IPTV) broadcast media system.In a typical IPTV infrastructure, there is at least one super head-endoffice server (SHS) which receives national media programs fromsatellite and/or media servers from service providers of multimediabroadcast channels. In the present context, media programs can representaudio content, moving image content such as videos, still image content,and/or combinations thereof. The SHS server forwards IP packetsassociated with the media content to video head-end servers (VHS) via anetwork of aggregation points such as video head-end offices (VHO)according to a common multicast communication method.

The VHS then distributes multimedia broadcast programs via a local areanetwork (LAN) to commercial and/or residential buildings 102 housing agateway 104 (e.g., a residential gateway or RG). The LAN can represent abank of digital subscriber line access multiplexers (DSLAMs) located ina central office or a service area interface that provide broadbandservices over optical links or copper twisted pairs to buildings 102.The gateway 104 distributes broadcast signals to media processors 106such as Set-Top Boxes (STBs) which in turn present broadcast selectionsto media devices 108 such as computers or television sets managed insome instances by a media controller 107 (e.g., an infrared or RF remotecontrol). Unicast traffic can also be exchanged between the mediaprocessors 106 and subsystems of the IPTV media system for services suchas video-on-demand (VoD). It will be appreciated by one of ordinaryskill in the art that the media devices 108 and/or portablecommunication devices 116 shown in FIG. 1 can be an integral part of themedia processor 106 and can be communicatively coupled to the gateway104. In this particular embodiment, an integral device such as describedcan receive, respond, process and present multicast or unicast mediacontent.

The IPTV media system can be coupled to one or more computing devices130 a portion of which can operate as a web server for providing portalservices over an Internet Service Provider (ISP) network 132 to fixedline media devices 108 or portable communication devices 116 by way of awireless access point 117 providing Wireless Fidelity or WiFi services,or cellular communication services (e.g., GSM, CDMA, UMTS, WiMAX, etc.).

Another distinct portion of the one or more computing devices 130 can beused as a support services system (identified herein by reference 130)for managing support services presented to subscribers of thecommunication system 100. The support services system 130 can berepresented collectively by a number of computing devices ofcommunication system 100 including without limitation a billingsubsystem, a scheduling subsystem, a notification subsystem, a customersupport subsystem, an interactive voice response (IVR) system utilizingcommon voice recognition and synthesized voice response technology, anda data messaging system for collecting and responding to data messagessuch as email, instant messages, short messaging service (SMS) messages,or multimedia messaging service (MMS) messages, just to mention a few.The support service system 130 can direct and schedule communicationsbetween agents of the media communication system 100 and a mediaprocessor such as the STB 106. An agent in the present context canrepresent a human agent, the IVR system, or the data messaging system ofthe support services system 130.

A satellite broadcast television system can be used in place of the IPTVmedia system. In this embodiment, signals transmitted by a satellite 115can be intercepted by a satellite dish receiver 131 coupled to building102 which conveys media signals to the media processors 106. The mediareceivers 106 can be equipped with a broadband port to the ISP network132. Although not shown, the communication system 100 can also becombined or replaced with analog or digital broadcast distributionssystems such as cable TV systems.

FIG. 2 depicts an exemplary embodiment of a second communication system200 for delivering media content. Communication system 200 can beoverlaid or operably coupled with communication system 100 as anotherrepresentative embodiment of said communication system. The system 200includes a distribution switch/router system 228 at a central office218. The distribution switch/router system 228 receives video data via amulticast television stream 230 from a second distribution switch/router234 at an intermediate office 220. The multicast television stream 230includes Internet Protocol (IP) data packets addressed to a multicast IPaddress associated with a television channel. The distributionswitch/router system 228 can cache data associated with each televisionchannel received from the intermediate office 220.

The distribution switch/router system 228 also receives unicast datatraffic from the intermediate office 220 via a unicast traffic stream232. The unicast traffic stream 232 includes data packets related todevices located at a particular residence, such as the residence 202.For example, the unicast traffic stream 232 can include data trafficrelated to a digital subscriber line, a telephone line, another dataconnection, or any combination thereof. To illustrate, the unicasttraffic stream 232 can communicate data packets to and from a telephone212 associated with a subscriber at the residence 202. The telephone 212can be a Voice over Internet Protocol (VoIP) telephone. To furtherillustrate, the unicast traffic stream 232 can communicate data packetsto and from a personal computer 210 at the residence 202 via one or moredata routers 208. In an additional illustration, the unicast trafficstream 232 can communicate data packets to and from a set-top boxdevice, such as the set-top box devices 204, 206. The unicast trafficstream 232 can communicate data packets to and from the devices locatedat the residence 202 via one or more residential gateways 214 associatedwith the residence 202.

The distribution switch/router system 228 can send data to one or moreaccess switch/router systems 226. The access switch/router system 226can include or be included within a service area interface 216. In aparticular embodiment, the access switch/router system 226 can include aDSLAM. The access switch/router system 226 can receive data from thedistribution switch/router system 228 via a broadcast television (BTV)stream 222 and a plurality of unicast subscriber traffic streams 224.The BTV stream 222 can be used to communicate video data packetsassociated with a multicast stream.

For example, the BTV stream 222 can include a multicast virtual localarea network (VLAN) connection between the distribution switch/routersystem 228 and the access switch/router system 226. Each of theplurality of subscriber traffic streams 224 can be used to communicatesubscriber specific data packets. For example, the first subscribertraffic stream can communicate data related to a first subscriber, andthe nth subscriber traffic stream can communicate data related to an nthsubscriber. Each subscriber to the system 200 can be associated with arespective subscriber traffic stream 224. The subscriber traffic stream224 can include a subscriber VLAN connection between the distributionswitch/router system 228 and the access switch/router system 226 that isassociated with a particular set-top box device 204, 206, a particularresidence 202, a particular residential gateway 214, another deviceassociated with a subscriber, or any combination thereof.

In an illustrative embodiment, a set-top box device, such as the set-topbox device 204, receives a channel change command from an input device,such as a remoter control device. The channel change command canindicate selection of an IPTV channel. After receiving the channelchange command, the set-top box device 204 generates channel selectiondata that indicates the selection of the IPTV channel. The set-top boxdevice 204 can send the channel selection data to the accessswitch/router system 226 via the residential gateway 214. The channelselection data can include an Internet Group Management Protocol (IGMP)Join request. In an illustrative embodiment, the access switch/routersystem 226 can identify whether it is joined to a multicast groupassociated with the requested channel based on information in the IGMPJoin request.

If the access switch/router system 226 is not joined to the multicastgroup associated with the requested channel, the access switch/routersystem 226 can generate a multicast stream request. The multicast streamrequest can be generated by modifying the received channel selectiondata. In an illustrative embodiment, the access switch/router system 226can modify an IGMP Join request to produce a proxy IGMP Join request.The access switch/router system 226 can send the multicast streamrequest to the distribution switch/router system 228 via the BTV stream222. In response to receiving the multicast stream request, thedistribution switch/router system 228 can send a stream associated withthe requested channel to the access switch/router system 226 via the BTVstream 222.

The support services system 130 of FIG. 1 can be operably coupled to thesecond communication system 200 for purposes similar to those describedabove.

FIG. 3 depicts an exemplary embodiment of a third communication system300 for delivering media content. Communication system 300 can beoverlaid or operably coupled with communication systems 100-200 asanother representative embodiment of said communication systems. Asshown, the system 300 can include a client facing tier 302, anapplication tier 304, an acquisition tier 306, and an operations andmanagement tier 308. Each tier 302, 304, 306, 308 is coupled to aprivate network 310, such as a network of common packet-switched routersand/or switches; to a public network 312, such as the Internet; or toboth the private network 310 and the public network 312. For example,the client-facing tier 302 can be coupled to the private network 310.Further, the application tier 304 can be coupled to the private network310 and to the public network 312. The acquisition tier 306 can also becoupled to the private network 310 and to the public network 312.Additionally, the operations and management tier 308 can be coupled tothe public network 322.

As illustrated in FIG. 3, the various tiers 302, 304, 306, 308communicate with each other via the private network 310 and the publicnetwork 312. For instance, the client-facing tier 302 can communicatewith the application tier 304 and the acquisition tier 306 via theprivate network 310. The application tier 304 can communicate with theacquisition tier 306 via the private network 310. Further, theapplication tier 304 can communicate with the acquisition tier 306 andthe operations and management tier 308 via the public network 312.Moreover, the acquisition tier 306 can communicate with the operationsand management tier 308 via the public network 312. In a particularembodiment, elements of the application tier 304, including, but notlimited to, a client gateway 350, can communicate directly with theclient-facing tier 302.

The client-facing tier 302 can communicate with user equipment via anaccess network 366, such as an IPTV access network. In an illustrativeembodiment, customer premises equipment (CPE) 314, 322 can be coupled toa local switch, router, or other device of the access network 366. Theclient-facing tier 302 can communicate with a first representativeset-top box device 316 via the first CPE 314 and with a secondrepresentative set-top box device 324 via the second CPE 322. In aparticular embodiment, the first representative set-top box device 316and the first CPE 314 can be located at a first customer premise, andthe second representative set-top box device 324 and the second CPE 322can be located at a second customer premise.

In another particular embodiment, the first representative set-top boxdevice 316 and the second representative set-top box device 324 can belocated at a single customer premise, both coupled to one of the CPE314, 322. The CPE 314, 322 can include routers, local area networkdevices, modems, such as digital subscriber line (DSL) modems, any othersuitable devices for facilitating communication between a set-top boxdevice and the access network 366, or any combination thereof.

In an exemplary embodiment, the client-facing tier 302 can be coupled tothe CPE 314, 322 via fiber optic cables. In another exemplaryembodiment, the CPE 314, 322 can include DSL modems that are coupled toone or more network nodes via twisted pairs, and the client-facing tier302 can be coupled to the network nodes via fiber-optic cables. Eachset-top box device 316, 324 can process data received via the accessnetwork 366, via a common IPTV software platform.

The first set-top box device 316 can be coupled to a first externaldisplay device, such as a first television monitor 318, and the secondset-top box device 324 can be coupled to a second external displaydevice, such as a second television monitor 326. Moreover, the firstset-top box device 316 can communicate with a first remote control 320,and the second set-top box device 324 can communicate with a secondremote control 328. The set-top box devices 316, 324 can include IPTVset-top box devices; video gaming devices or consoles that are adaptedto receive IPTV content; personal computers or other computing devicesthat are adapted to emulate set-top box device functionalities; anyother device adapted to receive IPTV content and transmit data to anIPTV system via an access network; or any combination thereof.

In an exemplary, non-limiting embodiment, each set-top box device 316,324 can receive data, video, or any combination thereof, from theclient-facing tier 302 via the access network 366 and render or displaythe data, video, or any combination thereof, at the display device 318,326 to which it is coupled. In an illustrative embodiment, the set-topbox devices 316, 324 can include tuners that receive and decodetelevision programming signals or packet streams for transmission to thedisplay devices 318, 326. Further, the set-top box devices 316, 324 caneach include a STB processor 370 and a STB memory device 372 that isaccessible to the STB processor 370. In one embodiment, a computerprogram, such as the STB computer program 374, can be embedded withinthe STB memory device 372.

In an illustrative embodiment, the client-facing tier 302 can include aclient-facing tier (CFT) switch 330 that manages communication betweenthe client-facing tier 302 and the access network 366 and between theclient-facing tier 302 and the private network 310. As illustrated, theCFT switch 330 is coupled to one or more distribution servers, such asDistribution-servers (D-servers) 332, that store, format, encode,replicate, or otherwise manipulate or prepare video content forcommunication from the client-facing tier 302 to the set-top box devices316, 324. The CFT switch 330 can also be coupled to a terminal server334 that provides terminal devices with a point of connection to theIPTV system 300 via the client-facing tier 302.

In a particular embodiment, the CFT switch 330 can be coupled to avideo-on-demand (VOD) server 336 that stores or provides VOD contentimported by the IPTV system 300. Further, the CFT switch 330 is coupledto one or more video servers 380 that receive video content and transmitthe content to the set-top boxes 316, 324 via the access network 366.The client-facing tier 302 may include a CPE management server 382 thatmanages communications to and from the CPE 314 and the CPE 322. Forexample, the CPE management server 382 may collect performance dataassociated with the set-top box devices 316, 324 from the CPE 314 or theCPE 322 and forward the collected performance data to a serverassociated with the operations and management tier 308.

In an illustrative embodiment, the client-facing tier 302 cancommunicate with a large number of set-top boxes, such as therepresentative set-top boxes 316, 324, over a wide geographic area, suchas a metropolitan area, a viewing area, a statewide area, a regionalarea, a nationwide area or any other suitable geographic area, marketarea, or subscriber or customer group that can be supported bynetworking the client-facing tier 302 to numerous set-top box devices.In a particular embodiment, the CFT switch 330, or any portion thereof,can include a multicast router or switch that communicates with multipleset-top box devices via a multicast-enabled network.

As illustrated in FIG. 3, the application tier 304 can communicate withboth the private network 310 and the public network 312. The applicationtier 304 can include a first application tier (APP) switch 338 and asecond APP switch 340. In a particular embodiment, the first APP switch338 can be coupled to the second APP switch 340. The first APP switch338 can be coupled to an application server 342 and to an OSS/BSSgateway 344. In a particular embodiment, the application server 342 canprovide applications to the set-top box devices 316, 324 via the accessnetwork 366, which enable the set-top box devices 316, 324 to providefunctions, such as interactive program guides, video gaming, display,messaging, processing of VOD material and other IPTV content, etc. In anillustrative embodiment, the application server 342 can provide locationinformation to the set-top box devices 316, 324. In a particularembodiment, the OSS/BSS gateway 344 includes operation systems andsupport (OSS) data, as well as billing systems and support (BSS) data.In one embodiment, the OSS/BSS gateway 344 can provide or restrictaccess to an OSS/BSS server 364 that stores operations and billingsystems data.

The second APP switch 340 can be coupled to a domain controller 346 thatprovides Internet access, for example, to users at their computers 368via the public network 312. For example, the domain controller 346 canprovide remote Internet access to IPTV account information, e-mail,personalized Internet services, or other online services via the publicnetwork 312. In addition, the second APP switch 340 can be coupled to asubscriber and system store 348 that includes account information, suchas account information that is associated with users who access the IPTVsystem 300 via the private network 310 or the public network 312. In anillustrative embodiment, the subscriber and system store 348 can storesubscriber or customer data and create subscriber or customer profilesthat are associated with IP addresses, stock-keeping unit (SKU) numbers,other identifiers, or any combination thereof, of corresponding set-topbox devices 316, 324. In another illustrative embodiment, the subscriberand system store can store data associated with capabilities of set-topbox devices associated with particular customers.

In a particular embodiment, the application tier 304 can include aclient gateway 350 that communicates data directly to the client-facingtier 302. In this embodiment, the client gateway 350 can be coupleddirectly to the CFT switch 330. The client gateway 350 can provide useraccess to the private network 310 and the tiers coupled thereto. In anillustrative embodiment, the set-top box devices 316, 324 can access theIPTV system 300 via the access network 366, using information receivedfrom the client gateway 350. User devices can access the client gateway350 via the access network 366, and the client gateway 350 can allowsuch devices to access the private network 310 once the devices areauthenticated or verified. Similarly, the client gateway 350 can preventunauthorized devices, such as hacker computers or stolen set-top boxdevices from accessing the private network 310, by denying access tothese devices beyond the access network 366.

For example, when the first representative set-top box device 316accesses the client-facing tier 302 via the access network 366, theclient gateway 350 can verify subscriber information by communicatingwith the subscriber and system store 348 via the private network 310.Further, the client gateway 350 can verify billing information andstatus by communicating with the OSS/BSS gateway 344 via the privatenetwork 310. In one embodiment, the OSS/BSS gateway 344 can transmit aquery via the public network 312 to the OSS/BSS server 364. After theclient gateway 350 confirms subscriber and/or billing information, theclient gateway 350 can allow the set-top box device 316 to access IPTVcontent and VOD content at the client-facing tier 302. If the clientgateway 350 cannot verify subscriber information for the set-top boxdevice 316, e.g., because it is connected to an unauthorized twistedpair, the client gateway 350 can block transmissions to and from theset-top box device 316 beyond the access network 366.

As indicated in FIG. 3, the acquisition tier 306 includes an acquisitiontier (AQT) switch 352 that communicates with the private network 310.The AQT switch 352 can also communicate with the operations andmanagement tier 308 via the public network 312. In a particularembodiment, the AQT switch 352 can be coupled to one or more liveAcquisition-servers (A-servers) 354 that receive or acquire televisioncontent, movie content, advertisement content, other video content, orany combination thereof, from a broadcast service 356, such as asatellite acquisition system or satellite head-end office. In aparticular embodiment, the live acquisition server 354 can transmitcontent to the AQT switch 352, and the AQT switch 352 can transmit thecontent to the CFT switch 330 via the private network 310.

In an illustrative embodiment, content can be transmitted to theD-servers 332, where it can be encoded, formatted, stored, replicated,or otherwise manipulated and prepared for communication from the videoserver(s) 380 to the set-top box devices 316, 324. The CFT switch 330can receive content from the video server(s) 380 and communicate thecontent to the CPE 314, 322 via the access network 366. The set-top boxdevices 316, 324 can receive the content via the CPE 314, 322, and cantransmit the content to the television monitors 318, 326. In anillustrative embodiment, video or audio portions of the content can bestreamed to the set-top box devices 316, 324.

Further, the AQT switch 352 can be coupled to a video-on-demand importerserver 358 that receives and stores television or movie content receivedat the acquisition tier 306 and communicates the stored content to theVOD server 336 at the client-facing tier 302 via the private network310. Additionally, at the acquisition tier 306, the video-on-demand(VOD) importer server 358 can receive content from one or more VODsources outside the IPTV system 300, such as movie studios andprogrammers of non-live content. The VOD importer server 358 cantransmit the VOD content to the AQT switch 352, and the AQT switch 352,in turn, can communicate the material to the CFT switch 330 via theprivate network 310. The VOD content can be stored at one or moreservers, such as the VOD server 336.

When users issue requests for VOD content via the set-top box devices316, 324, the requests can be transmitted over the access network 366 tothe VOD server 336, via the CFT switch 330. Upon receiving suchrequests, the VOD server 336 can retrieve the requested VOD content andtransmit the content to the set-top box devices 316, 324 across theaccess network 366, via the CFT switch 330. The set-top box devices 316,324 can transmit the VOD content to the television monitors 318, 326. Inan illustrative embodiment, video or audio portions of VOD content canbe streamed to the set-top box devices 316, 324.

FIG. 3 further illustrates that the operations and management tier 308can include an operations and management tier (OMT) switch 360 thatconducts communication between the operations and management tier 308and the public network 312. In the embodiment illustrated by FIG. 3, theOMT switch 360 is coupled to a TV2 server 362. Additionally, the OMTswitch 360 can be coupled to an OSS/BSS server 364 and to a simplenetwork management protocol monitor 386 that monitors network deviceswithin or coupled to the IPTV system 300. In a particular embodiment,the OMT switch 360 can communicate with the AQT switch 352 via thepublic network 312.

The OSS/BSS server 364 may include a cluster of servers, such as one ormore CPE data collection servers that are adapted to request and storeoperations systems data, such as performance data from the set-top boxdevices 316, 324. In an illustrative embodiment, the CPE data collectionservers may be adapted to analyze performance data to identify acondition of a physical component of a network path associated with aset-top box device, to predict a condition of a physical component of anetwork path associated with a set-top box device, or any combinationthereof.

In an illustrative embodiment, the live acquisition server 354 cantransmit content to the AQT switch 352, and the AQT switch 352, in turn,can transmit the content to the OMT switch 360 via the public network312. In this embodiment, the OMT switch 360 can transmit the content tothe TV2 server 362 for display to users accessing the user interface atthe TV2 server 362. For example, a user can access the TV2 server 362using a personal computer 368 coupled to the public network 312.

The support services system 130 of FIGS. 1-2 can be operably coupled tothe third communication system 300 for purposes similar to thosedescribed above.

It should be apparent to one of ordinary skill in the art from theforegoing media communication system embodiments that other suitablemedia communication systems for distributing broadcast media content aswell as peer-to-peer exchange of content can be applied to the presentdisclosure.

FIG. 4 depicts an exemplary embodiment of a communication system 400employing a IP Multimedia Subsystem (IMS) network architecture.Communication system 400 can be overlaid or operably coupled withcommunication systems 100-300 as another representative embodiment ofsaid communication systems.

The communication system 400 can comprise a Home Subscriber Server (HSS)440, a tElephone NUmber Mapping (ENUM) server 430, and network elementsof an IMS network 450. The IMS network 450 can be coupled to IMScompliant communication devices (CD) 401, 402 or a Public SwitchedTelephone Network (PSTN) CD 403 using a Media Gateway Control Function(MGCF) 420 that connects the call through a common PSTN network 460.

IMS CDs 401, 402 register with the IMS network 450 by contacting a ProxyCall Session Control Function (P-CSCF) which communicates with acorresponding Serving CSCF (S-CSCF) to register the CDs with anAuthentication, Authorization and Accounting (AAA) support by the HSS440. To accomplish a communication session between CDs, an originatingIMS CD 401 can submit a SIP INVITE message to an originating P-CSCF 404which communicates with a corresponding originating S-CSCF 406. Theoriginating S-CSCF 406 can submit the SIP INVITE message to anapplication server (AS) such as reference 410 that can provide a varietyof services to IMS subscribers. For example, the application server 410can be used to perform originating treatment functions on the callingparty number received by the originating S-CSCF 406 in the SIP INVITEmessage.

Originating treatment functions can include determining whether thecalling party number has international calling services, and/or isrequesting special telephony features (e.g., *72 forward calls, *73cancel call forwarding, *67 for caller ID blocking, and so on).Additionally, the originating S-CSCF 406 can submit queries to the ENUMsystem 430 to translate an E.164 telephone number to a SIP UniformResource Identifier (URI) if the targeted communication device is IMScompliant. If the targeted communication device is a PSTN device, theENUM system 430 will respond with an unsuccessful address resolution andthe S-CSCF 406 will forward the call to the MGCF 420 via a BreakoutGateway Control Function (BGCF) 419.

When the ENUM server 430 returns a SIP URI, the SIP URI is used by anInterrogating CSCF (I-CSCF) 407 to submit a query to the HSS 440 toidentify a terminating S-CSCF 414 associated with a terminating IMS CDsuch as reference 402. Once identified, the I-CSCF 407 can submit theSIP INVITE to the terminating S-CSCF 414 which can call on anapplication server 411 similar to reference 410 to perform theoriginating treatment telephony functions described earlier. Theterminating S-CSCF 414 can then identify a terminating P-CSCF 416associated with the terminating CD 402. The P-CSCF 416 then signals theCD 402 to establish communications. The aforementioned process issymmetrical. Accordingly, the terms “originating” and “terminating” inFIG. 4 can be interchanged.

IMS network 450 can also be operably coupled to the support servicessystem 130 previously discussed for FIG. 1. In this representativeembodiment, the support services system 130 can be accessed over a PSTNor VoIP channel of communication system 400 by common techniques such asdescribed above.

FIG. 5 depicts an exemplary embodiment of a portal 530. The portal 530can be used for managing services of communication systems 100-400. Theportal 530 can be accessed by a Uniform Resource Locator (URL) with acommon Internet browser such as Microsoft's Internet Explorer using anInternet-capable communication device such as references 108, 116, or210 of FIGS. 1-2. The portal 530 can be configured to access a mediaprocessor such as references 106, 204, 206, 316, and 324 of FIGS. 1-3and services managed thereby such as a Digital Video Recorder (DVR), anElectronic Programming Guide (EPG), VOD catalog, a personal catalogstored in the STB (e.g., personal videos, pictures, audio recordings,etc.), and so on.

FIG. 6 depicts an exemplary method 600 operating in portions ofcommunication systems 100-400. Method 600 begins with step 602 in whichthe support services system (SSS) 130 receives from a media processor(MP) such as the STBs of FIGS. 1-3 a request for assistance. The requestcan be initiated by a user of the MP by depressing for example a helpbutton on a remote controller such as reference 107 managing operationsof the MP, or by selecting an on-screen menu presented by the MP. Upondetecting a help request, the MP can submit the request to the SSS 130by way of the media communication system from which it operates. Therequest can include an identification of the MP (e.g., MAC address,serial no., static IP address, SIP URI, etc.) which the SSS 130 canutilize in step 604 to identify a corresponding subscriber account. Thesubscriber account can include information such as who the subscriber ofthe MP is, a gender and age of the subscriber, and what media servicesthe subscriber has procured from a service provider of the mediacommunication system.

In step 606, the SSS 130 can determine a subscription grade from themedia services which the subscriber has procured. Suppose for instancethat the media communication system can provide a plurality of servicessuch as IPTV, VoIP, Internet access, and cellular communications.Further assume that each of these services can include a number ofsub-services. For example, IPTV services might include a basic package(e.g., standard definition or SD channels only), a silver package (e.g.,SD channels, and a limited number of high definition or HD channels), agold package (e.g., SD+HD channels+HBO), and premium package (e.g.,SD+HD channels+HBO+premium sports and entertainment channels in HDformat). Sub-services can also be defined for VoIP, Internet access, andcellular services.

To reward its subscribers, the service provider of the mediacommunication system can designate grades of services for combinationsof these services, and or spending levels of the subscriber. Thus themore media services the subscriber procures and/or the more thesubscriber spends, the higher the grade of service designation given tothe subscriber. Additional metrics can be applied to determine asubscription grade of a subscriber. For instance, the subscriber'scredit history can also factor into the grade of service determination.A subscriber who has not missed payments receives a grade of servicehigher than another subscriber who has missed payments and has a similarservice package or level of expenditures. Accordingly a subscriber'sgrade of service can be negatively impacted by behaviors of thesubscriber which do not comply with policies set forth by the serviceprovider.

Subscribers who do not desire to procure additional media services butwish to upgrade their support service can do so by for example payingadditional fees. In step 608, the SSS 130 can distinguish thesesubscribers according information in the subscriber account indicatingthat the subscriber has made this choice and is paying additional fees.Under these circumstances, the SSS 130 can be directed in step 610 toupgrade the subscription grade determined in step 606.

In step 612, the SSS 130 selects one of a plurality of subscribersupport services offered by the service provider according to thesubscription grade determined in step 606 or upgraded in step 610. TheSSS 130 can alert in step 614 an agent of the media communication systemthat a user of a particular MP has requested assistance. The SSS 130 caninform the agent of the subscription grade of the subscriber so that itis understood what type of support service is expected. In step 618 theSSS 130 can schedule communications between the MP and the agentaccording to the subscription grade. The SSS 130 can establishcommunications in step 620 utilizing a communication medium prescribedby the service provider according to the subscription grade. Oncecommunications have been established, the agent can assist thesubscriber with trouble shooting, utilization of MP operationalfeatures, ecommerce, or the functions of the MP or media servicespresented thereby.

FIG. 7 depicts an exemplary illustration of possible support servicesaccording to method 600. For example, a service provider of IPTV canprovide a platinum and gold support service which corresponds to apicture-in-picture video support service for subscribers with a grade ofservice that satisfies the criteria of platinum or gold subscribers. Aplatinum support service can represent a video support service in whicha human service agent 706 is called on to assist the user of the MP assoon as possible, and in some instances immediately. This service can bedistinguished from the gold support service in that requests areserviced promptly for Platinum subscribers without queuing, while Goldsubscribers are queued when more than one Platinum or Gold subscriber isrequesting assistance. In situations where queuing is inevitable becausefor example there may not be enough agents 706 to support a number ofPlatinum and/or Gold subscribers requesting assistance at the same time,the SSS 130 can prioritize Platinum subscribers so that they skip aheadof Gold subscribers previously waiting in queue.

Silver I & II subscribers can receive support services by way of VoIP orPSTN communications with a human agent. Silver I subscribers takepriority over Silver II subscribers when queuing is involved in a mannersimilar to what was described for Platinum and Gold subscribers. BronzeI & II subscribers can receive support services by way of VoIP or PSTNcommunications to an IVR support system 710. As with the abovesubscribers the Bronze I subscribers take queuing priority over theBronze II subscribers. All other subscribers can receives standardsupport services by way of a computing device such as a laptop computeror an Internet-capable MP accessing a data messaging support system 712by way of portal 530 or some other suitable communication means. Thedata messaging support system 712 can provide support services by way ofinstant messaging, email, SMS, MMS, or other suitable data messagingformats.

As noted earlier, the service provider can define grades of serviceaccording to services subscribed and/or spending levels of thesubscriber. The SSS 130 can schedule communications between the MP andthe agent in step 618 and utilize a means of communication in step 620suitable to the grade of service of the subscriber.

Upon reviewing the aforementioned embodiments, it would be evident to anartisan with ordinary skill in the art that said embodiments can bemodified, reduced, or enhanced without departing from the scope andspirit of the claims described below. For example, method 600 can beadapted so that a service provider can define more or less grades ofservice than those described herein according to criteria that issuitable to the business objectives of the service provider. Method 600can also be adapted so that subscribers who are frequent purchasers ofmedia content can be awarded with a higher grade of service withoutsubscribing to additional services or paying additional fees. In thisembodiment, the service provider can create a point system forsubscriber activities which it views favorable to its business goals.Points awarded to subscribers can be compared to thresholds for purposesof upgrading support services of the subscriber. Method 600 can also beadapted to apply to VoIP terminals with video capability, computersutilizing SIP-based softphones, cell phones with for example 3G videophone capability, and so on. Accordingly, method 600 can be adapted tooperate on any computing device operating in the media communicationsystems of FIGS. 1-4.

Other suitable modifications that can be applied to the presentdisclosure without departing from the scope of the claims below.Accordingly, the reader is directed to the claims section for a fullerunderstanding of the breadth and scope of the present disclosure.

FIG. 8 depicts an exemplary diagrammatic representation of a machine inthe form of a computer system 800 within which a set of instructions,when executed, may cause the machine to perform any one or more of themethodologies discussed above. In some embodiments, the machine operatesas a standalone device. In some embodiments, the machine may beconnected (e.g., using a network) to other machines. In a networkeddeployment, the machine may operate in the capacity of a server or aclient user machine in server-client user network environment, or as apeer machine in a peer-to-peer (or distributed) network environment.

The machine may comprise a server computer, a client user computer, apersonal computer (PC), a tablet PC, a laptop computer, a desktopcomputer, a control system, a network router, switch or bridge, or anymachine capable of executing a set of instructions (sequential orotherwise) that specify actions to be taken by that machine. It will beunderstood that a device of the present disclosure includes broadly anyelectronic device that provides voice, video or data communication.Further, while a single machine is illustrated, the term “machine” shallalso be taken to include any collection of machines that individually orjointly execute a set (or multiple sets) of instructions to perform anyone or more of the methodologies discussed herein.

The computer system 800 may include a processor 802 (e.g., a centralprocessing unit (CPU), a graphics processing unit (GPU, or both), a mainmemory 804 and a static memory 806, which communicate with each othervia a bus 808. The computer system 800 may further include a videodisplay unit 810 (e.g., a liquid crystal display (LCD), a flat panel, asolid state display, or a cathode ray tube (CRT)). The computer system800 may include an input device 812 (e.g., a keyboard), a cursor controldevice 814 (e.g., a mouse), a disk drive unit 816, a signal generationdevice 818 (e.g., a speaker or remote control) and a network interfacedevice 820.

The disk drive unit 816 may include a machine-readable medium 822 onwhich is stored one or more sets of instructions (e.g., software 824)embodying any one or more of the methodologies or functions describedherein, including those methods illustrated above. The instructions 824may also reside, completely or at least partially, within the mainmemory 804, the static memory 806, and/or within the processor 802during execution thereof by the computer system 800. The main memory 804and the processor 802 also may constitute machine-readable media.

Dedicated hardware implementations including, but not limited to,application specific integrated circuits, programmable logic arrays andother hardware devices can likewise be constructed to implement themethods described herein. Applications that may include the apparatusand systems of various embodiments broadly include a variety ofelectronic and computer systems. Some embodiments implement functions intwo or more specific interconnected hardware modules or devices withrelated control and data signals communicated between and through themodules, or as portions of an application-specific integrated circuit.Thus, the example system is applicable to software, firmware, andhardware implementations.

In accordance with various embodiments of the present disclosure, themethods described herein are intended for operation as software programsrunning on a computer processor. Furthermore, software implementationscan include, but not limited to, distributed processing orcomponent/object distributed processing, parallel processing, or virtualmachine processing can also be constructed to implement the methodsdescribed herein.

The present disclosure contemplates a machine readable medium containinginstructions 824, or that which receives and executes instructions 824from a propagated signal so that a device connected to a networkenvironment 826 can send or receive voice, video or data, and tocommunicate over the network 826 using the instructions 824. Theinstructions 824 may further be transmitted or received over a network826 via the network interface device 820.

While the machine-readable medium 822 is shown in an example embodimentto be a single medium, the term “machine-readable medium” should betaken to include a single medium or multiple media (e.g., a centralizedor distributed database, and/or associated caches and servers) thatstore the one or more sets of instructions. The term “machine-readablemedium” shall also be taken to include any medium that is capable ofstoring, encoding or carrying a set of instructions for execution by themachine and that cause the machine to perform any one or more of themethodologies of the present disclosure.

The term “machine-readable medium” shall accordingly be taken toinclude, but not be limited to: solid-state memories such as a memorycard or other package that houses one or more read-only (non-volatile)memories, random access memories, or other re-writable (volatile)memories; magneto-optical or optical medium such as a disk or tape;and/or a digital file attachment to e-mail or other self-containedinformation archive or set of archives is considered a distributionmedium equivalent to a tangible storage medium. Accordingly, thedisclosure is considered to include any one or more of amachine-readable medium or a distribution medium, as listed herein andincluding art-recognized equivalents and successor media, in which thesoftware implementations herein are stored.

Although the present specification describes components and functionsimplemented in the embodiments with reference to particular standardsand protocols, the disclosure is not limited to such standards andprotocols. Each of the standards for Internet and other packet switchednetwork transmission (e.g., TCP/IP, UDP/IP, HTML, HTTP) representexamples of the state of the art. Such standards are periodicallysuperseded by faster or more efficient equivalents having essentiallythe same functions. Accordingly, replacement standards and protocolshaving the same functions are considered equivalents.

The illustrations of embodiments described herein are intended toprovide a general understanding of the structure of various embodiments,and they are not intended to serve as a complete description of all theelements and features of apparatus and systems that might make use ofthe structures described herein. Many other embodiments will be apparentto those of skill in the art upon reviewing the above description. Otherembodiments may be utilized and derived therefrom, such that structuraland logical substitutions and changes may be made without departing fromthe scope of this disclosure. Figures are also merely representationaland may not be drawn to scale. Certain proportions thereof may beexaggerated, while others may be minimized Accordingly, thespecification and drawings are to be regarded in an illustrative ratherthan a restrictive sense.

Such embodiments of the inventive subject matter may be referred toherein, individually and/or collectively, by the term “invention” merelyfor convenience and without intending to voluntarily limit the scope ofthis application to any single invention or inventive concept if morethan one is in fact disclosed. Thus, although specific embodiments havebeen illustrated and described herein, it should be appreciated that anyarrangement calculated to achieve the same purpose may be substitutedfor the specific embodiments shown. This disclosure is intended to coverany and all adaptations or variations of various embodiments.Combinations of the above embodiments, and other embodiments notspecifically described herein, will be apparent to those of skill in theart upon reviewing the above description.

The Abstract of the Disclosure is provided to comply with 37 C.F.R.§1.72(b), requiring an abstract that will allow the reader to quicklyascertain the nature of the technical disclosure. It is submitted withthe understanding that it will not be used to interpret or limit thescope or meaning of the claims. In addition, in the foregoing DetailedDescription, it can be seen that various features are grouped togetherin a single embodiment for the purpose of streamlining the disclosure.This method of disclosure is not to be interpreted as reflecting anintention that the claimed embodiments require more features than areexpressly recited in each claim. Rather, as the following claimsreflect, inventive subject matter lies in less than all features of asingle disclosed embodiment. Thus the following claims are herebyincorporated into the Detailed Description, with each claim standing onits own as a separately claimed subject matter.

What is claimed is:
 1. A system, comprising: a memory for storinginstructions; and a controller coupled to the memory, wherein thecontroller, responsive to executing the instructions, performsoperations comprising: receiving from a set-top box a request forassistance; identifying a subscriber account associated with the set-topbox; identifying, from the subscriber account, a media service procuredby the subscriber; determining a history of purchases of media contentat the set-top box; determining a credit history of the subscriber atthe set-top box; monitoring for a service upgrade payment at the set-topbox; determining an upgraded support service for the subscriberaccording to the media service procured by the subscriber, the historyof purchases of media content, the credit history and the monitoring forthe service upgrade payment; selecting a subscriber support servicelevel of a plurality of subscriber support service levels according tothe upgraded support service; establishing communications with theset-top box at the subscriber support service level, wherein thecommunications enable an un-queued video support service at the set-topbox, wherein the un-queued video support service comprises a videocommunication session with a human agent, and wherein the communicationsfurther enable an interactive voice response system accessible from theset-top box for servicing the request for assistance; and schedulingcommunications between the set-top box and a selected subscriber supportservice based on the subscriber support service level, wherein theun-queued video support service comprises a picture-in-picture videocommunication session with the human agent, wherein each of theplurality of subscriber support services levels is associated with theupgraded support service, wherein the determining of the upgradedsupport service is based on a reward system wherein points are providedfor pre-determined subscriber activities that correspond with businessgoals, wherein the interactive voice response system utilizes voicerecognition and synthesized voice responses, wherein the system operatesin a media communication system corresponding to a broadcast televisionsystem or a cellular communication system, and wherein the mediaservices comprise a cellular communications service, a cable televisionservice, or a satellite television service.
 2. The system of claim 1,wherein the plurality of subscriber support services levels comprise avideo support service, a voice support service, the interactive voiceresponse system, and a data messaging support service.
 3. The system ofclaim 2, wherein the determining of the upgraded support service is aselection from among a group of support services, wherein a non-upgradedsupport service of the group of support services includes queuing ofsubscribers and is limited to voice support service.
 4. The system ofclaim 2, wherein the video support service comprises one of theun-queued video support service or a queued video support service,wherein the voice support service comprises one of an un-queued voicesupport service or a queued voice support service, wherein theinteractive voice response system comprises one of an un-queuedinteractive voice response system or a queued interactive voice responsesystem, and wherein the data messaging support service comprises one ofan un-queued data messaging support service or a queued data messagingsupport service.
 5. The system of claim 1, wherein the operationsfurther comprise: alerting an agent that a party managing the set-topbox has requested assistance; informing the agent of a subscriptiongrade of the subscriber of the set-top box; and establishingcommunications between the agent and the set-top box.
 6. The system ofclaim 5, wherein the agent comprises one of the human agent, theinteractive voice response system, or an email support center.
 7. Thesystem of claim 5, wherein communications between the agent and theset-top box comprises one of video communications, voice communications,or data communications.
 8. A method, comprising: receiving, by a systemcomprising a processor, from a media processor a request for assistance;identifying, by the system, a subscriber associated with the mediaprocessor; accessing, by the system, information of the subscriberidentifying a media service procured by the subscriber; determining ahistory of purchases of media content at the media processor;determining a credit history of the subscriber at the media processor;monitoring for a service upgrade payment at the media processor;determining, by the system, an upgraded support service for thesubscriber according to the media service procured by the subscriber,the history of purchases of media content, the credit history and themonitoring for the service upgrade payment; providing, by the system,the media processor a level among a plurality of levels of a supportservice according to the upgraded support service provided to thesubscriber; and establishing, by the system, communications with themedia processor at the upgraded support service, wherein thecommunications enable an un-queued video support service at the mediaprocessor, wherein the un-queued video support service comprises a videocommunication session with a human agent and wherein the communicationsfurther enable an interactive voice response system accessible from themedia processor for servicing the request for assistance; selecting, bythe system, the support service from a plurality of support servicesaccording to a determined grade of service; and scheduling, by thesystem, communications between the media processor and the supportservice, wherein the media processor comprises a set-top box, a digitalvideo recorder, a voice over internet protocol terminal, a publicswitched telephone network terminal, a computer terminal, a cellularphone, or a combination thereof, and wherein the plurality of supportservices comprise a video support service, a voice support service, theinteractive voice response system, or a data messaging support service.9. The method of claim 8, wherein the support service further comprisesthe human agent in a picture-in-picture video communication session thatcan assist a party initiating the request for assistance.
 10. The methodof claim 9, wherein the requesting party is assisted with technical oroperational issues associated with the media processor or purchasing anitem by way of the media processor.
 11. The method of claim 8, whereinthe video support service comprises one of the un-queued video supportservice or a queued video support service, wherein the voice supportservice comprises one of an un-queued voice support service or a queuedvoice support service, wherein the interactive voice response systemcomprises one of an un-queued interactive voice response system or aqueued interactive voice response system, and wherein the data messagingsupport service comprises one of an un-queued data messaging supportservice or a queued data messaging support service.
 12. The method ofclaim 8, comprising: alerting, by the system, an agent of the requestfor assistance received from the media processor; and notifying, by thesystem, the agent of a grade of service of the subscriber.
 13. Themethod of claim 12, further comprising: establishing, by the system,communications between the agent and the media processor.
 14. The methodof claim 12, wherein the agent comprises one of the human agent, theinteractive voice response system, or an email support center.
 15. Themethod of claim 13, wherein communications between the agent and themedia processor comprises one of video communications, voicecommunications, or data communications.
 16. The method of claim 8,wherein the method operates in a media communication systemcorresponding to a cable television communication system, a satellitetelevision communication system, a public switched telephone network, avoice over internet protocol communication system, an internet protocolsubsystem combining the public switched telephone network and voice overinternet protocol communication systems, a cellular communicationsystem, or a data communications system.
 17. A non-transitorycomputer-readable storage medium in a media processor, comprisinginstructions, which when executed by a processor, causes the processorto perform operations, comprising: detecting a request for assistancefrom a media processor; identifying a subscriber associated with themedia processor; accessing, from an account of the subscriber,information identifying a media service procured by the subscriber;determining a history of purchases of media content at the mediaprocessor; determining a credit history of the subscriber at the mediaprocessor; monitoring for a service upgrade payment at the mediaprocessor; determining an upgraded support service for the subscriberaccording to the media service procured by the subscriber, the historyof purchases of media content, the credit history and the monitoring forthe service upgrade payment; presenting a support service of asubscriber support service level according to the upgraded supportservice, wherein the support service comprises an un-queued videosupport service at the media processor, wherein the un-queued videosupport service comprises a video communication session with a humanagent and wherein the support service further comprises an interactivevoice response system accessible from the media processor for servicingthe request for assistance; submitting the request for assistance to asystem which determines a grade of service of the subscriber frominformation retrieved from a subscriber account, and determines thesupport service according to the grade of service; and receiving thesupport service from the system, wherein the media processor comprises aset-top box, a digital video recorder, a voice over internet protocolterminal, a public switched telephone network terminal, a computerterminal, a cellular phone, or a combination thereof, wherein thesupport service is presented as a video support service, a voice supportservice, the interactive voice response system, or a data messagingsupport service, and wherein the media processor presents the supportservice as a picture-in-picture support service.
 18. The non-transitorycomputer-readable storage medium of claim 17, wherein the mediaprocessor operates in a media communication system corresponding to acable television communication system, a satellite televisioncommunication system, a public switched telephone network, a voice overinternet protocol communication system, an internet protocol multimediasubsystem combining the public switched telephone network and voice overinternet protocol communication systems, a cellular communicationsystem, or a data communications system.
 19. The non-transitorycomputer-readable storage medium of claim 17, wherein the determining ofthe upgraded support service is based on a reward system wherein pointsare provided for pre-determined subscriber activities that correspondwith business goals.
 20. The non-transitory computer-readable storagemedium of claim 17, wherein the interactive voice response systemutilizes voice recognition and synthesized voice responses.